At a time when face to face communication has not be possible as a result of the global COVID-19 pandemic, the face of travel technology has evolved with consumers turning to messaging to interact with all forms of travel brands from airlines to hotels and resorts, industry experts revealed during the debut Travel Forward at ATM Virtual event.
During the month of March 2020 alone, messaging increased by more than 50% in many of the countries hardest hit by the global health crisis, according to the latest data from Facebook, with over 20 billion messages currently exchanged with businesses every month on Messenger.
During Travel Forward session Conversational Commerce for Travel Brands, Facebook’s Head of Destinations & Events, Sara Gentile, and Head of Aviation & Hospitality MENA, Ameen Malhas, provided insights into what travel technology will have to offer beyond 2020, including the potential c-commerce will have in helping travel and hospitality brands to connect and transact with consumers.
“Travellers value personalisation from brands and this trend is only likely to heighten in a post-COVID-19 world, with around 54% of travellers who opt to book with online travel agents (OTAs) seeking on-location recognition from brands. Adding to this, the top three engagement travellers seek from aviation and hospitality brands are live updates, discounts and helpful tips,” said Sara Gentile.
“By combining chat with automated and AI-driven systems, brands can target information and offers precisely to individual travellers. This increases relevance, which is exactly what people want, with an overwhelming majority more likely to buy from brands that remember who they are and that provide relevant recommendations.”
Personalisation isn’t the only factor driving the popularity of messaging in today’s society, convenience, immediacy and scalability also make it well suited for engaging with travellers. However, the execution must be right to succeed.
“Ultimately, messaging must be responsive and sophisticated to meet consumers’ needs – especially during these challenging times when travellers want interactions to be fast and efficient,” said Ameen Malhas.
“A messaging system which is executed correctly - with a clear strategic role, anticipates what consumers want to talk about with the help of innovative technologies such as Artificial Intelligence (AI) and is built around a strong ecosystem - can be a powerful and convenient tool for engaging consumers and driving purchase intent.”
As governments begin to lift lockdown restrictions across the Middle East, businesses are cautiously re-opening workplaces with strict social distancing measures in place and asking employees to travel again.
During the final Travel Forward session of day two, Technology and the New Normal, Heidi Myers, Head of Marketing, EMEA, Uber for Business, discussed how technology can be a force for good and support businesses in the challenge of the ‘new normal’ that we are beginning to embrace.
According to a recent survey conducted by Uber, around 44% of businesses said employee safety is their primary concern, with 60% of